You can download the pdf version here
All forms of Incident reports can be tracked through email or the WaveMaker Support Portal.
|1||Critical||Production system is fully down or there is substantial loss of service that impacts work. The situation can be described as an emergency.|
|2||Major||Important features are unavailable causing major impact although restricted operation is possible. Some or all users may be affected.|
|3||Minor||Minor loss of service causing inconvenience, but no loss of data when functionality is restored; a workaround may fix the error at least temporarily.|
|4||Question||Information request or clarification on a function or newly deployed feature; no loss of service is experienced.|
An incident in turn might result in a Software Error and may need a Software Fix by the product engineering team delivering the Software.
|Level||Severity||Premium Support, Targeted Response Time*|
|1||Critical||2 business hour(s)|
|2||Major||4 business hour(s)|
|3||Minor||1 business day(s)|
*Response Time is defined as time (within the applicable Technical Support Zone) for first contact by WaveMaker back to Company with regards to and after receiving an Incident report.
|Zone||Normal Business Hours||Suitable for Customers of|
|Zone 1 (US zone)||7am – 4pm PST||US, Canada, Latin America, South America, Australia|
|Zone 2 (Asia zone)||9am – 6pm IST||India, South East Asia, Middle East|
|Zone 3 (EU zone)||9am – 6pm GMT||Europe, Africa|
The table below provides distinction between Standard Support and Premium Support.
|Facility/Feature||Standard Support||Premium Support|
|Incident reporting||Designated Support Contacts may report all incidents through Email support address provided by WaveMaker||Phone call to WaveMaker support number for severity 1 and 2 Incidents or Email support address provided by WaveMaker for all other incidents|
|Designated Support contacts||1||5|
|Incidents||5 per month||Unlimited|
|Response time||No guaranteed response time||Targeted response time depending on severity of issue reported, as described earlier.|
Document: 144-0000 Support Policy